Question 1

What areas do you service?

Accepted Answer

We service in North Carolina and Georgia but, we only service some areas in each state. North Carolina: Charlotte, Davidson, Kannapolis, Huntersville, Concord, Matthews, Indian Trail, Monroe, Waxhaw, Pineville, Belmont and Gastonia. Georgia: Atlanta, Alpharetta, Marietta, Austell College Park, Stone Mountain, Norcross, Lawrenceville, and Duluth

Question 2

Are you insured and bonded?

Accepted Answer

Yes!  Your safety and protection are our main concern. We carry full general liability, workers compensation, and are bonded.

Question 3

Are your cleaner’s employees or sub-contractors?

Accepted Answer

All our cleaners are employees.

Question 4

Do you conduct background checks?

Accepted Answer

Yes, we do background checks on all our employees for your security.

Question 5

Are my things safe with your employees?

Accepted Answer

Of course! We do thorough background checks and employment verification on all our employees.

Question 6

Should I prepare for my cleaning day?

Accepted Answer

We ask that you provide a reasonably clutter-free home by picking up personal items such as toys, clothes, etc.

Question 7

Will the person who cleans my house speak English?

Accepted Answer

Our employees mainly speak Spanish but, do not hesitate to contact us if a problem or questions arise. You can give us a list before the cleaning and we can provide them with your list.

Question 8

How many employees will clean my home?

Accepted Answer

Our crews range from one to four cleaners. We determine which crew goes by the size of your home.

Question 9

Will I have the same cleaner for each cleaning?

Accepted Answer

We believe that all our cleaners do a terrific job but, if you prefer the same crew you can request it.

Question 10

What time will the cleaner arrive?

Accepted Answer

Monday through Friday between 9:00 a.m. and 4:00 p.m. First cleanings of the day take place at 9:00 a.m. Cleaners should arrive in that time frame. Second cleanings of the day start at 1:00 p.m. Third cleanings start at 4:00 p.m. We do our best to inform you if a cleaner will be running late due to a cleaning prior to yours, which is taking longer than expected. (Commercial work, large clients, other exceptions may apply.)

Question 11

Do I need to be home?

Accepted Answer

No, most of our clients are not home when we clean.  They hide a key in a secure location or provide us a code for entry.  If you work from home or prefer to be home when we clean, we do our best to clean around you.

Question 12

Who provides the chemicals and equipment?

Accepted Answer

We provide all our own supplies and equipment to clean your home.  If you have a specific request, please let us know.

Question 13

What about my pets?

Accepted Answer

We love friendly pets and have a pet fee of $30. If your pet is nervous around strangers, please have them in a secure location for our employee’s safety and their comfort.  Please notify us if you have pets so we can document it for our cleaners. If you rather have your pet at home, please let us know prior to your cleaning. We don’t want to scare your pets or our cleaners.

Question 14

When do I pay for the service?

Accepted Answer

Payment can be made with cash, check, credit or debit cards, Venmo, or Cashapp. Cash and Check - Please leave for cleaners to pick up the day of cleaning. Credit or Debit Cards - Invoice will be sent via email the day of cleaning. Venmo and Cashapp - Send payment the day of cleaning.

Question 15

Should I tip my cleaner?

Accepted Answer

Tipping is never expected but always appreciated for exceptional service.

Question 16

What if I’m not satisfied?

Accepted Answer

Our work is 100% satisfaction guaranteed.  If we fall short in meeting your expectations, please notify us within 24 hours of your cleaning and we will gladly return to re-clean any unsatisfactory areas.  Please keep in mind it is common for dust to resettle during initial cleans and deep cleans.  If we are unable to satisfy you after our re-clean, we will end our services going forward.

Question 17

Do you pay for referrals?

Accepted Answer

Yes!  When you send us your first referral and they get a cleaning from us. You get a 25% discount on your next cleaning.

Question 18

What if I must skip or cancel my service?

Accepted Answer

We reserve your cleaning just for you and request a 2-business day notice, if you need to skip, reschedule, or cancel.  This allows us time to reassign your cleaner to another client to ensure she receives the pay she depends upon.  If we receive less than a 2-business day notice or we can’t access your home, it may be necessary for us to charge you a minimum cancellation fee of $50. Cleanings that are rescheduled at the clients’ request are considered a skip and subject to the additional fee.

Question 19

What if you are unable to enter my home or I turn away service?

Accepted Answer

If we are not able to enter your home on the day of service or you turn away service at the door, you will be charged the full price of the cleaning.  Payment is due online within 24-hours.

Question 20

Do you work Saturday?

Accepted Answer

We work Saturday upon request and based on availability of our employees.

Question 21

What if my cleaning falls on a holiday?

Accepted Answer

If your scheduled a cleaning that falls on a holiday observed by DJO Home Cleaning, we will contact you at least 2 weeks in advance to let you know and do our best to reschedule your appointment on a date that will work for you.

Question 22

What about inclement weather?

Accepted Answer

DJO Home Cleaning must always consider the safety of our employees during inclement weather.  There may be times we need to delay or cancel your scheduled cleaning.  Should this happen we will notify you as soon as possible and attempt to reschedule your cleaning.

Question 23

What if damage or breakage occurs while cleaning my home?

Accepted Answer

DJO Home Cleaners will treat your home as if it were their own and exercise extreme care when cleaning it. We realize accidents can occur and if we are responsible for any damage, we will contact you the day of the cleaning.  We will make every attempt to repair, replace or pay for any damage or breakage caused.  We assume no liability for damage including scratches to walls, floors or furniture, broken glass or heavy items not properly anchored to the wall prior to the start of each cleaning visit.  We asked that you notify us of any expensive valuables that should not be cleaned, and they will be placed on our "do not clean" list in your file.

Question 24

Should I adjust the temperature of my home for summer cleanings?

Accepted Answer

During the summer, warmer temperatures makes all homes hotter.  For the safety of our employees, we request that you set the temperature in your home to 72 degrees or cooler the day of your cleaning.  If you would like our employees to adjust the temperature or turn it off before leaving, please let us know beforehand.

Question 25

What if I lose power or water?

Accepted Answer

We require both power and running water to effectively clean your home.

Question 26

What is your non-solicitation policy?

Accepted Answer

DJO Home Cleaning has invested time and money in the hiring, training, and development of our employees.  By using our services, you agree not to solicit for hire any staff member introduced by us.  If you hire and knowingly engage in a direct working relationship with any employee of DJO Home Cleaning, a $2,500 referral fee will be due immediately upon employment, regardless of employment terms.

Question 27

Why are some services more expensive than others?

Accepted Answer

DJO Home Cleaning is a professional cleaning company with employees who are well trained, background checked, trustworthy professionals and paid accordingly.  We pay for bonding, general liability and worker’s compensation.  We pay all employees’ applicable federal and state taxes.  For your own protection, ensure the “professional” cleaning company you are considering carries insurance on ALL their employees.

Customer Satisfaction Guarantee

(800) 215-3197